How do I report a fault on my parents landline

[trickywitch]

My parents landline is down. The telegraph line has blown down in a storm. I just tried calling Report a Fault but it is closed. They do not use mobiles, broadband or email and are reliant on their landline. They are elderly and vulnerable. I am getting nowhere with the chat bot or online chat, who say I need to be at my parents address! Help!!

[Michelle-TalkTalk]

Morning,

I'm really sorry to hear this. I have escalated this straight to our Faults Escalation Team now and have asked that you are contacted ASAP to resolve this fault.

Thanks

Michelle

[ferguson]

Now that you have completed those details the support team here can check and advise further when they are back online tomorrow.

[Trickywitch1]

Ok. Just to clarify, the telephone line to my parents house is still connected but the line through the trees to the house next door is down. Both houses are without a landline. Could you let me know when Open Reach are booked to repair the line please.

[Gliwmaeden2]

Staff will respond during the day, Monday, @Trickywitch1.

[Trickywitch1]

I've just found Private Notes and entered my parents details. Can somebody please let me know when the landline will be fixed!!

[Trickywitch1]

I cannot find Private Notes at the bottom of my Community Profile. My parents are getting desperate now. Still no landline. I'd like someone to do a line check to see what the problem is. They are elderly, vulnerable and completely reliant on their landline and no-one seems to be doing anything about it.

[Karl-TalkTalk]

Hi

The private notes section is at the bottom of your 'Community Profile' 

If the pole itself is down, Openreach will be aware as a number of customers will be affected, and they will schedule a pole replacement.  With the recent storms, damage has been seen to poles, and fallen trees affecting lines, and these will all need to be repaired in the area.  Openreach will attempted to repair and restore service however there may be delays as engineers wait for debris to be removed safely to give access to the lines.

Thanks  

Karl. 

[Trickywitch1]

Thank you for your reply but I can't find the Private Notes section. How do I access it?

[ferguson]

Sorry to see this. If the telegraph pole has been knocked down there will probably be others affected and Openreach will hopefully already be aware.

If you put the account holder's name, address and landline number in the Private notes section of your community profile, then the support team here can check what's happening when they are back online tomorrow.